Hello Ruth. This might be tricky to troubleshoot without getting your personal information (please don't reply with it as this is a public forum). If you email us at exedelistens@viasat.com we can look at this for you. However due to this being a phone and no dial tone you'll probably want to call us at 855-463-9333 for a quicker fix with our phone support team since the email could take up to 24 hours to reply.